Tech Support/IT Helpdesk

BTI Solutions, Inc.; Plano (TX); On-site; USD 47,000 - 69,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid sick leave

Job summary

BTI Solutions, Inc. is seeking an experienced IT Helpdesk professional to provide second-line technical support for Windows-based environments and executives.

You will troubleshoot Active Directory issues, support Office applications, and coordinate with Tier 3 and infrastructure teams for complex resolutions. The role includes on-site and after-hours VIP support, accurate record-keeping in Zendesk or similar, and participation in software deployment and patching tasks.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5+ years hands-on IT support in an enterprise environment.
• Strong proficiency with Microsoft Active Directory (ADUC, GPOs, DNS, DHCP).
• Windows 10/11 and Office 2021/2023 support.
• Familiarity with remote support tools (SCCM, Remote Desktop).
• Certifications such as CompTIA A+, Network+, Microsoft MCP/MCSA preferred.
• VDI and MacOS support experience beneficial.

Responsibilities

• Provide second-line technical support for laptops, desktops, mobiles, and peripherals.
• Troubleshoot and resolve AD-related incidents (user accounts, GPOs, OUs, permissions, logins).
• Support Office suite and enterprise collaboration tools.
• Handle escalations from Tier 1 and collaborate with Tier 3/infrastructure teams.
• On-site & off-hours VIP support for Executives and urgent cases.
• Maintain ticket records in service management systems (e.g., Zendesk).
• Assist with software deployment, patching, and system updates.
• Identify recurring issues and recommend long-term improvements.
• Ensure IT security policy compliance.

Skills

Problem-solving

Communication

Prioritization

Customer service

Teamwork

Education

Bachelor’s degree in IT/CS

Tools

SCCM

Remote Desktop

PowerShell

Active Directory

Job description

Tech Support/IT HelpdeskKey Responsibilities:Provide second-line technical support for laptops, desktops, mobile devices, and peripherals across Windows environments.Troubleshoot and resolve incidents related to Microsoft Active Directory (user accounts, group policies, OUs, permissions, login issues, etc.).Support Office suite (Outlook, Excel, Word, PowerPoint) and enterprise collaboration tools.Handle escalations from Tier 1 support and work closely with Tier 3 and infrastructure teams for advanced issue resolution.Perform user onboarding/offboarding and manage access rights through AD and other systems.Provide on-site & off-hour VIP Support for Executives and other urgent cases.Maintain accurate records of issues and resolutions using the service management system (e.g., Zendesk, etc.).Assist with software deployment, patching, and system updates.Identify recurring issues and recommend long-term solutions or process improvements.Ensure compliance with IT security policies and procedures.Qualifications:Bachelor’s degree in Information Technology, Computer Science, or a related field.5+ years of hands-on experience in an IT support role in an enterprise environment.Strong proficiency with Microsoft Active Directory (ADUC, GPOs, DNS, DHCP).Solid experience supporting Windows 10/11, Office 2021/2023, and standard desktop applications.Familiarity with remote support tools (e.g., SCCM, Remote Desktop, etc.).Strong problem-solving and communication skills, both written and verbal.Ability to prioritize and manage multiple tasks in a fast-paced environment.Certifications such as CompTIA A+, Network+, Microsoft (MCP, MCSA), or similar are preferred.VDI support experience is a plus.MacOS support experience is a plus.Working knowledge of ITIL practices is a plus.Preferred Experience:Experience in IT service desk environments supporting 500+ end users.Exposure to basic scripting (PowerShell) for automation tasks.Experience with ticketing systems (e.g., Zendesk, ServiceNow, BMC Remedy).Experience with Enterprise Mobility Management (or Mobile Device Management).Experience with WDS (Windows Distribution Services).Experience with disk imaging/cloning tools.Pay Range: $22.50 to $33.00/hourBenefits: Medical, dental, and vision insurance; 401(k)retirement plan; paid sick leave; life, accidental death & dismemberment(AD&D), and long-term disability (LTD) insurance; and optional voluntarylife/AD&D coverage. Benefits are subject to eligibility and applicable planterms.Why work at BTI?We’re committed to creating a workplace where employees feel valued, supported, and empowered to grow. Our team benefits from competitive compensation, comprehensive health and wellness offerings, and opportunities for professional development. We are proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status.We comply with all applicable federal, state, and local employment laws, including those related to fair hiring practices, pay transparency, workplace safety, and reasonable accommodations. We are dedicated to maintaining an inclusive environment where everyone has the opportunity to succeed and contribute meaningfully.